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Our client

E-Commerce Fulfillment & Customer Service Specialist

RemotePhilippines only· UTC-5…UTC-5
Published
Role
Operations
Employment
Full-time
Salary not disclosed
Check eligibility

Open to PH only · UTC-5…UTC-5. Set where you work from to check your eligibility.

No BS summary

Seeking an organized E-Commerce Fulfillment & Customer Service Specialist with e-commerce customer service and fulfillment/logistics workflow experience. Must be comfortable managing complex shipment issues in a fast-paced remote environment and supporting fulfillment, logistics, and internal operations. Requires strong follow-through and ability to work EST hours.

Core skills

e-commerce customer servicefulfillment coordinationlogistics support

Required skills

order trackingshipping delaysreturnsreplacementswarranty claimsdelivery exceptionsBOL (Bill of Lading)LTL (less than truckload)palletizingcarrier claimsthird-party truckingwarehouse coordinationD2C (direct to consumer)B2B (business to business)Shopify

Optional skills

ShopifyGorgiasZendeskFreshdeskHubSpotGoogle WorkspaceMicrosoft OfficeSlack

Required languages

English

What you'll do

  • Serve as the first point of contact for customer inquiries related to orders, shipping, product questions, returns, replacements, and warranty claims.
  • Monitor and respond to customer emails and support tickets in a timely, professional, and clear manner.
  • Provide proactive updates to customers regarding order status, delays, shipment issues, and next steps.
  • Handle customer concerns with empathy while clearly explaining company policies, timelines, and available solutions.
  • Prevent communication gaps by ensuring customer inquiries are properly acknowledged, tracked, followed up, and resolved.
  • Coordinate with fulfillment teams, warehouses, carriers, and internal teams to resolve order and shipment issues.
  • Track orders from processing through delivery and identify possible delays, lost shipments, or fulfillment problems early.
  • Support outbound fulfillment workflows, including shipment tracking, order updates, delivery exceptions, and replacement coordination.
  • Assist with B2B (business to business) and D2C (direct to consumer) shipments, including orders involving larger retailers or business customers.
  • Understand and support basic logistics processes involving LTL (less than truckload) shipments, freight coordination, third-party trucking, palletized shipments, and related documentation.
  • Review and understand key freight and logistics documents, including BOLs (bills of lading), shipment details, and carrier information.
  • Escalate freight, LTL (less than truckload), carrier, or fulfillment issues to the appropriate internal team with complete and accurate details.
  • Communicate clearly with fulfillment partners when shipments require investigation, correction, or urgent follow-up.
  • Help ensure shipment records, customer notes, and fulfillment updates remain accurate and easy to track.
  • Resolve customer issues related to incorrect items, missing items, damaged products, delayed deliveries, returns, replacements, and warranty claims.
  • Coordinate reshipments or replacement requests when needed, based on company policies and internal approvals.
  • Support warranty-related inquiries by gathering the correct information, reviewing eligibility, and coordinating the next steps.
  • Maintain clear documentation of customer concerns, actions taken, and pending follow-ups.
  • Identify recurring customer service or fulfillment issues and report them to the appropriate team.
  • Help improve communication workflows between customer service, fulfillment, and operations.
  • Work independently and take ownership of open cases until they are fully resolved.
  • Support the team in improving customer experience, fulfillment accuracy, and response times.

What they require

  • Proven experience in e-commerce customer service, fulfillment coordination, logistics support, or a similar role.
  • Hands-on experience handling order tracking, shipping delays, returns, replacements, warranty claims, and delivery exceptions.
  • Understands logistics and fulfillment terms such as BOL (Bill of Lading), LTL (less than truckload), palletizing, carrier claims, third-party trucking, and warehouse coordination.
  • Has experience working with D2C (direct to consumer) brands, B2B (business to business) customers, large retailers, logistics companies, fulfillment centers, or fast-paced startups.
  • Can communicate clearly and proactively with customers, carriers, fulfillment teams, and internal stakeholders.
  • Is calm under pressure and able to handle high-volume inquiries without becoming overwhelmed.
  • Is highly organized, detail-oriented, and able to manage multiple open issues at the same time.
  • Can work independently in a remote setup with minimal supervision.
  • Has strong follow-through and does not let customer emails, shipment issues, or internal follow-ups fall through the cracks.
  • Is comfortable working EST hours and supporting a fast-paced, growing business.
  • Preferred Experience Experience with Shopify or similar e-commerce platforms.
  • Experience with help desk or CRM tools such as Gorgias, Zendesk, Freshdesk, HubSpot, or similar systems.
  • Experience coordinating with warehouses, 3PLs, fulfillment teams, freight providers, or shipping carriers.
  • Experience supporting brands that sell through D2C channels or large retailers such as Costco, Walmart, Amazon, or similar companies.
  • Experience in a startup, fast-growth e-commerce company, logistics company, or fulfillment-heavy environment.
  • Experience handling warranty claims, replacement workflows, and customer escalations.
  • Tools and Systems Experience with the following or similar tools is preferred: Shopify or other e-commerce platforms Gorgias, Zendesk, Freshdesk, or similar ticketing systems Google Workspace or Microsoft Office Order management systems Warehouse, fulfillment, or carrier tracking platforms Internal communication tools such as Slack or similar platforms

Benefits

  • Opportunities for growth and advancement
  • Competitive compensation package, including Maxicare HMO after three months probationary period

Our client

Our client is a growing B2B and D2C e-commerce brand focused on providing high-quality products to business and retail customers at scale. The company operates in a fast-paced fulfillment environment where customer experience, shipment accuracy, and proactive communication directly impact brand reputation.

E Commerce
Salary not disclosed